Support Agent GRCC WIN7

Beschreibung

• Ensuring the readiness of the team for the SW Migration & the support of this
• Co ordinate the operational readiness of the UK Service Desk
• Work wit h the client for the introduction of new services
• Work with the deployment tool team in order to support the deployments
• Develop & maintain formal procedures & process' to maintain standards & continuity according to industry best practice
• Acting as an escalation point and mentor for the UK GRCC team
• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Producing regional statistics and management reports
• Arranging staff training and awareness sessions
• Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
• Assisting Analysts in providing first line support when workloads are high, or where additio nal experience is required

• The Global Rollout Control Center (GRCC) for the rollout of Windows 7 needs additional resources with technical and organizational knowhow in large software rollout projects.
• Excellent problem solving skills - Including recognizing previous issues raised
• The ability to explain problems and solutions clearly to nontechnical users
• T he ability to prioritize , work under pressure and meet deadlines
• Good organizational skills
• Good interpersonal and communication skills ?
• Knowledge of Windows 7 build
• Windows 7 troubleshooting
• Knowledge of E2E migration of users to Windows 7
• Knowledge of deployments & projects
• Use of a knowledge base (updating & using)
• Ideally have exp erience of using the Service Now Incident Management Call Logging system
• Incident/Problem Management
• Fluent in English and German